Ground Policy Officer

Synopsis
Responsible for designing the way in which our airports work through process
development and documentation of policies related to Ground Services (Above-
Wing) Airport Operations. Holding a line of sight to safety, service,
regulatory and operational objectives, this role shapes capability for airport
teams and considers end-users application of policy, procedures and training.
Accountabilities
* Develop, Document and Communicate policies and procedures related to Ground Operations.
* Verify compliance of documented and proposed procedures with regulatory and company policy.
* Update the Guest Services Manual (GSM) on a regular basis, ensuring all policy and procedure updates are incorporated into the latest revision.
* Produce operational bulletins relating to new or amended procedures.
* Attend meetings, participate in projects and initiatives as a Subject Matter Expert (SME) for Ground Operations.
* Identify impacts, gaps and actions required to support business change.
* Engage other departments and business stakeholders to align policy and procedure across the airline.
* Contribute to Above-Wing Training Needs Analysis and Training Content Development.
* Identify and troubleshoot operational performance gaps and identify proposed process changes to improve performance.
* Complete regular benchmarking against industry standard to ensure best practice approach to policy and process design.
* Conduct airport visits and participate in focus groups with frontline teams to understand challenges and areas of improvement related to individual portfolio.
* Oversee a designated portfolio of operational processes/practices and represent Ground Operations at discussions related to the assigned portfolio.
* Complete additional tasks assigned or delegated by Manager, Ground Policy and Compliance
Education & Experience
* Minimum High School education
* Minimum ‎5 years operational experience in airline or ground handling operations, ideally in which ‎3 of these years were in a supervisory capacity.
* Experience in writing airline/ground operations policy, procedure or training.
* Fluent in English with excellent Verbal and Written communication skills.
* Subject Matter Expert in ground operations with a focus on passenger services/guest handling.
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in ‎2003 and
quickly went on to become one of the world's leading airlines. From its home
in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle
East, Africa, Europe, Asia, Australia and North America. Together with
Etihad's codeshare partners, Etihad's network offers access to hundreds of
international destinations. In recent years, Etihad has received numerous
awards for its superior service and products, cargo offering, loyalty
programme and more. Etihad is recognised as one of the world's leading
airlines in response to COVID-‎19 and was the first airline in the world to
fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our
time, and through strategic partnerships with major global aviation brands and
OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
To learn more, visit etihad.com
COVID-‎19 UPDATE: The health and safety of our communities--including our
employees and our candidates remains our top priority. From a recruiting
perspective we are continuing to identify people for roles with Etihad in
anticipation we will be able to hire, however the process may take longer
because we are using more virtual recruiting techniques, and start dates may
be delayed because of guidance from the governments in the countries we
operate in. We appreciate your understanding and flexibility, Stay safe and
healthy.